Returns & Shipping

What fees does Kagino charge for the shipping?

All orders from an EU country or Switzerland are delivered free of charge.

For orders outside of an EU country or Switzerland we charge fees between 18€ and 36€ - depending on the order. The exact shipping charges are calculated at the time of checkout.

Where are our goods shipped from?

All customers worldwide: Kagino GmbH c/o DHL Logistics AG-Wolfurt; Senderstrasse 16; A-6960 Wolfurt, Austria

For Swiss customers only: Kagino GmbH; St.-Oswalds-Gasse9; CH-6300 Zug, Switzerland

How can I track my order?

As soon as your order leaves our dispatch center, you will be notified by email. This email includes the tracking number for your package, so that you can follow the shipment's progress.

Can I return a purchase product, if I don't like it?

Yes, provided the product is unused and returning to us in its original packaging within 14 days of receipt. For return the product please contact us under contact@kagino.com, to receive the return form.

How long can I return a product?

We accept returns that are handed in for return at a Post counter no later than 14 days following delivery.

What costs am I responsible for, if I return a product?

If you are returning the product due to a defect or incorrect delivery due to our fault, for all our customers all costs are payable by Kagino. If you have received such a delivery, you must first notify our customer service of this by emailing contact@kagino.com and make a corresponding notation on the return form.

Please note that in all other cases we are not responsible for return postage and the financial responsibility for the return is yours until it has been received by our returns department.

Can I exchange a product?

No, it is not possible to exchange it. You may nonetheless return the product to be exchanged within 14 days and trigger a new order for the newly desired product.

How long will it take to ship my order?

The delivery period is always dependent on the destination. Please check your tracking number at the related delivery company to find out more about your shipment. A general guideline for delivery within Europe are 2 - 5 business days and worldwide 5 - 14 days.

How will I receive my refund if I make a return?

If the product ordered by you is returned to us within 14 days we will refund the full amount to your credit card or paypal account accordingly.

Do I need to pay import duty?

If your delivery address is outside of the EU or Switzerland, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Kagino cannot be held responsible for these charges. If you wish to find out more information please contact your local Customs and Excise office.